Zendesk App Integration

Article author
Vera
  • Updated

 

Overview

Use your Zendesk account to receive reviews and respond to them directly from Zendesk tickets. Choose which reviews you want to receive and set up Zendesk views based on AppFollow integration tags to optimize your workflow. Updated tickets allow you to keep track of ongoing conversations, so you'll always have everything you need to post a reply quickly and efficiently.

In this article, you'll learn how to add the AppFollow App to Zendesk and set up integrations to respond to reviews.

Install the AppFollow App in Zendesk

  1. In your Zendesk account, navigate to Admin center > Channel apps > Marketplace.
  2. In the Marketplace, search for “AppFollow”.
  3. Choose “App Reviews by AppFollow” and click “Free”.
  4. Insert your company directory (“yourcompanyname.zendesk.com”) instead of “appfollow.zendesk.com”.
  5. Click “Install”.
  6. Fill out the fields in the installation window:
    • Title – enter something related to the app name or app store, especially if you plan to integrate several apps.
    • Enable role restrictions? – select the roles that will have permission to post replies. For example, Agents and Admins.
    • Enable group restrictions? – choose a corresponding user group
  7. Click “Install”.
  8. The AppFollow App has been installed. 

Now you're ready to set up integrations for all of your apps. Read on to learn how to do this.

Integrate With the App Store

  1. In Zendesk, open Admin Center → Apps and Integrations → Channel apps → AppFollow: Review Monitor > Accounts tab.
  2. Click the "Add account" button.
  3. Click "Accept" cookies. To find out more about the cookies we use, see our Privacy Policy.
  4. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  5. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – receive updated reviews only.
  6. Integration with App Store Connect:
    • Click "Later" or "Next".
    • Once you complete this integration, please set up the App Store Connect integration in the Zendesk workspace in your AppFollow account. 
    • If you already had an active App Store Connect integration in AppFollow, it will be synced automatically and no further actions are required.
  7. Connect to AppFollow:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  8. Click Add Integration > Activate.
  9. You're all set!

*Import History: In case there were no reviews without replies within the past 30 days, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within the last 30 days, we import up to 100 reviews regardless of dates.

Integrate With Google Play

  1. In Zendesk, open Admin Center → Apps and Integrations → Channel apps → AppFollow: Review Monitor > Accounts tab.
  2. Click the "Add account" button.
  3. Click "Accept" cookies. To find out more about the cookies we use, see our Privacy Policy.
  4. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  5. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – receive updated reviews only.
  6. Integration with the Google Play Console:
    • Since we had updates in the process the Google Play integration could be set, for now, please just skip this step by clicking "Later".
    • Once you complete this integration, please set up the Google Play integration in the Zendesk workspace in your AppFollow account. 
    • If you already had an active App Store Connect integration in AppFollow, it will be synced automatically and no further actions are required.
  7. Connect to AppFollow:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  8. Click Add Integration > Activate.
  9. You're all set!

*Import History: In case there were no reviews without replies within the past 30 days, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within the last 30 days, we import up to 100 reviews regardless of dates.

After connecting the integration with the console for replying to reviews, AppFollow gets access to the reviews’ feed and the ability to send the answers via API. The access is regulated by the App Store Connect Roles roles and Access control and role-based permissions in Google Play.

Integrate With Windows

  1. In Zendesk, open Admin Center → Apps and Integrations → Channel apps → AppFollow: Review Monitor > Accounts tab.
  2. Click the "Add account" button.
  3. Click "Accept" cookies. To find out more about the cookies we use, see our Privacy Policy.
  4. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  5. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – receive updated reviews only.
  6. Integration with the Microsoft Console. Click "Later" or "Next".

    At the moment, replies for MS Store app reviews are not supported. You may use the Zendesk app integration to receive reviews only.

  7. Connect to AppFollow:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  8. Click Add Integration > Activate.
  9. You're all set!

*Import History: In case there were no reviews without replies within the past 30 days, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within the last 30 days, we import up to 100 reviews regardless of dates.

Set up Multiple Integrations

You can add multiple integrations to the same Zendesk app. To do this, open the Channel Integrations section to add a new account.
  1. In the Channel Integration section, click AppFollow: Review Monitor > Account > Add account.
  2. Insert the URL of the app you want to add.
  3. Configure the filters for your reviews.
  4. Complete the authorization steps to connect to the required store.
  5. Connect to your AppFollow account. You can use the same email for all accounts. 
  6. Click Add Integration. 

💡 In case you would like to use Auto-replies together with the Zendesk integration, please set up the Auto-rules in your Zendesk Workspace. This way AppFollow will collect the review, check whether the review can be covered with an Auto-reply, and create tickets only for those reviews that do not have an Auto-reply. Feel free to learn more about Auto-replies in this article.

Deactivate Zendesk App Integration

If you want to stop using Zendesk App, you need to deactivate the integration from your Zendesk account settings.

  1. Open Admin Center → Apps and Integrations → Channel apps.
  2. Click on the AppFollow: Review Monitor.
    AppFollow_-_Agent_2021-10-05_at_8.36.35_PM.jpg
  3. Select the Accounts tab.
  4. Find the account for your app under "Active accounts", hover over it, and see the gear icon on the right.
  5. Click "Deactivate".
    AppFollow_-_Agent_2021-10-05_at_8.48.09_PM.jpg
    The deactivated accounts will be available "Inactive accounts" list. You may activate them back later.

Troubleshooting

Error: If you try to install the Zendesk application for the second time, you will receive the error "Failed to install app":

Solution: Instead of installing the AppFollow Zendesk App, please open the Channel Integration settings to add a new app. If the error persists, please re-install the Zendesk app.

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